SmallBizGenius Analysis
Hockeymonkey faces significant challenges regarding customer service and order fulfillment, according to recent reviews. While some customers praise the product selection and availability of niche items, recurring issues with returns, shipping, and unresponsive support staff raise concerns.
Category Breakdown
Scores based on analysis of 41 recent reviews
Customer Service Issues
2.0/10Numerous reviewers report difficulty contacting customer service, with long wait times, unanswered emails, and unhelpful responses. Many customers specifically mention the inability to get return authorizations or resolve order issues due to lack of communication.
25 reviews mention thisReturns and Refunds Problems
3.0/10A significant number of reviewers describe frustrating experiences with returns, including paying for return shipping on incorrectly sent items, restocking fees, and partial refunds. Some customers claim they were unable to return items at all due to unresponsive customer service.
15 reviews mention thisShipping and Delivery Issues
3.5/10Several reviewers complain about slow shipping, missed delivery dates, and items arriving damaged or incorrect. Some specifically mention paying extra for expedited shipping that was not honored, with no refund offered.
10 reviews mention thisProduct Quality and Accuracy
4.0/10Several customers received products that were damaged, used, or the wrong size. Some customers felt the items they received were not genuine or were refurbished without being disclosed as such.
8 reviews mention thisWebsite and Ordering Problems
4.5/10A few reviewers mention issues with the website, such as faulty functionality and inaccurate product descriptions. One customer reported their order being canceled without explanation.
5 reviews mention thisPros & Cons
What Customers Love
"I ordered a pair of Reebok 6k pump icehockeyskates, since I can't buy them in the right width in Europe. (Width E)."
"Ordered a pair of skates and at first i was kinda scared cause of all the bad reviews i seen but that must just be people being ignorant. I received my skates very quickly and they were perfect! Definitely recommend."
"Generally good service) I ordered a Reebok hockey skates.After 8 days the skates arrived and everything was perfectly as discribed.Highly recommended."
Common Complaints
"I wish I had read these reviews before placing an order...I am frustrated and angry that I didn't. This place DOES NOT HAVE CUSTOMER SERVICE. I called for hours!!! Nobody answers the phone, no email reply, NOBODY works in customer service."
"Bought a helmet through the website and it ended up being one size too big. Decided to return it and had to pay shipping which was ~$17.00. On top of that, they didn't refund my full order amount but instead kept the taxes I paid and charged me a restocking fee. So basically I burned $30 which is total bs."
"$45 for next day shipping - it came in a week, no refund or credit: I paid $45 for next day shipping on a $200 intermediate bauer stick and stick extender for my daughter so she could use in a game after breaking her stick.stick came next day but the extender came the next week.when I contacted customer service they said "sorry for the inconvenience but the shipment went out on time"."
"The item said it was a LOOSE FITTING shirt. When we received it, the shirt was a tight fitting spandex shirt. When I contacted Customer Service to return the product, "Will" said he would waive the $10 return shipping fee since the description was incorrect. 10 days later I received my refund for $11.78 LESS than the price I paid."
"I ordered a stick form this company, and when it came in it looked like it was refurbished. I thought I was getting a good deal, but I guess the only reason it was on sale is that it looked damages at the bottom end of the shaft."
Common Questions About Hockeymonkey
Answers derived from customer review patterns
Is Hockeymonkey legit and trustworthy?
While Hockeymonkey is a real online retailer, the overwhelming number of negative reviews raises serious concerns about its trustworthiness. Customers frequently report issues with customer service, returns, and order fulfillment. Many claim they were unable to get assistance with problems or were charged unexpected fees. Given these widespread complaints, it's advisable to proceed with extreme caution or consider alternative vendors.
Based on 30 reviewsDoes Hockeymonkey have good customer service?
Based on the reviews, Hockeymonkey's customer service appears to be a major point of concern. Numerous customers report difficulty contacting support, with long wait times, unanswered emails, and unhelpful responses. Many reviewers express frustration with the lack of communication and inability to resolve issues. The consensus is that Hockeymonkey's customer service is severely lacking.
Based on 25 reviewsIs Hockeymonkey worth it for small business?
For small businesses, the potential risks associated with Hockeymonkey may outweigh the benefits. While the company may offer a wide selection of products, the reported issues with customer service, returns, and shipping could lead to significant delays and frustration. Small businesses that rely on timely equipment delivery and reliable support may be better off choosing a vendor with a more positive track record.
Based on 15 reviewsWhat is Hockeymonkey's return policy like?
Hockeymonkey's return policy requires customers to contact customer service to receive an authorization number before returning a purchase. However, many reviewers report significant difficulty reaching customer service to obtain this authorization. Additionally, some customers claim they were charged restocking fees or had to pay for return shipping, even when the error was on Hockeymonkey's part, resulting in an overall negative perception of the return process.
Based on 15 reviewsWhy is Hockeymonkey's customer service so bad?
The reviews don't explicitly state *why* Hockeymonkey's customer service is so poor, but the consistent themes of unanswered calls, ignored emails, and unhelpful support interactions suggest understaffing, inadequate training, or a lack of prioritization of customer satisfaction. Some reviewers speculate that the company deliberately makes it difficult to contact support in order to discourage returns or exchanges.
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